Customer Experience
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Five Parameters That Influence Customer Experience
By Shantanu Paknikar On 22 Sep 2015The analyst firm Forrester defines customer experience as “How customers perceive their interactions with your company.” Read More. Here are my thoughts on what are some of the factors and parameters which influence these perceptions. 1.Expectation Management: Customer perceptions about...
CRM Customer Engagement Customer Experience Omni channel Technology
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CUSTOMER LOYALTY FOR THE DIGITAL ENTERPRISE
By Shantanu Paknikar On 16 Jul 2015Loyalty Programs, where customers earn reward points that can be redeemed for benefits later, are popular across industries such as Retail, Travel, Hospitality, Banking, Airlines, and others. Such programs have been around for several years. However as enterprises and their...
Consumer Engagement Customer Engagement Customer Experience Digital Enterprise Social
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Customer Experience and Customer Engagement
By Shantanu Paknikar On 8 Jul 2015The Digital Age is resulting in the area of Customer Experience becoming more important than ever before. For example, in a recent Digital Trends report published by Econsultancy.com, a large majority (44%) of research respondents indicated that the primary way...
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Shaping Content Management Strategy to Improve Customer Experience
By Balaji Bussarapu On 18 Jun 2015In this digital age businesses are serious about leveraging content to improve customer experience. In fact, the ability to do this and do it well can make or break a company’s marketing efforts. What most marketers are encountering today is...
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Unlocking the Value of a Social Influencer
By Anil Jain On 31 Jan 2015"A brand is no longer what we tell the consumer it is, it is what the consumers tell each other it is." For years, corporations have been focusing on building and enhancing relationship with their end-customers. 'Customer centric organizations' was...
Customer Engagement Customer Experience Digital Transformation Social
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